Contact Center Pipeline Blog

“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any...

The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated -...

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes...

As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...

Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them:...

“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with...

Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022,...

Here in the United States, we celebrate Thanksgiving this month. Thanksgiving is important because it encourages us to pause and be mindful of the blessings...

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite...

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality...

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion...

I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry...

The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up....

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at...

In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing...

Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed...

Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials...

It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our...

CHALLENGE Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear. During the time of this case...

Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping...

For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at...

Halloween must be coming. I am starting to see pumpkins and mums, along with bats and spider webs on front porches. Little kids are...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can...

When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records....

As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be...

Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and...

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million...